The existence of the digital wallet (e-wallet) application makes online buying and selling transactions easier. Therefore, e-wallet products are rapidly growing in Indonesia along with the high penetration of smartphones. In 2021, smartphone user penetration reached 70% of the total population of Indonesia. This study aims to determine whether application users choose digital wallet based on usability or other factors. The research used a questionnaire as a research instrument. The questionnaire distributed consisted of 25 questions grouped into four variables based on ISO 9241-11, namely effectiveness, efficiency, satisfaction, and usability. After the distribution of the questionnaires, the data results are obtained and then will be analyzed using the PLS (partial least square) technique with the SmartPLS tool and will later provide recommendations for improvements following the SALUTA method (scenario-based architecture level usability analysis).
TopIntroduction
The presence of information technology is rapidly growing from time to time, almost from all areas of internet-based technology, especially websites (Golob & Regan, 2001). The rapid development of websites is ultimately helpful in facilitating the delivery and receipt of information. A usability assessment is indeed critical when it is in associated with user satisfaction, both in terms of interface assessment to functionality (Pu, Chen, & Hu, 2011). Variable criteria of usability according to Standard ISO 9241-11 are effectiveness, efficiency, satisfaction (Green & Pearson, 2006). To determine the relationship between these three variables with usability, the Partial Least Square (PLS) method is used. By using a variance-based measurement method, namely Partial Least Square (PLS), it is expected that the author can find out the advantages and disadvantages of GoPay, Ovo, ShopeePay. GoPay is electronic money in the form of Go-Jek balances that can be used to pay for various Go-Jek and non-Go-Jek services. OVO is an e-wallet under the auspices of LippoX, owned by the Lippo company. Meanwhile, ShopeePay is an electronic money service feature that can be an online payment method on the Shopee platform, offline at ShopeePay merchants, and accommodating refunds.
The Dailysocial survey showed that OVO's electronic money (e-money) service was the most widely used last year (Aji, Berakon, & Riza, 2020). This payment financial technology (fintech) startup beat GoPay to ShopeePay. In a report titled Fintech Report 2021: The Convergence of (Digital) Financial Services, the percentage of the number of OVO users is 58.9%. The second position is occupied by GoPay (58.4%) and ShopeePay (56.4%) (Mulyani & Hartono, 2018). Average usage is highest about two to six times per month. E-money services are often used for various types of transactions such as money transfers, top-ups, e-commerce shopping, and investments.In terms of fame or awareness, the share of GoPay and OVO is the same at 93.9%. Followed by DANA (92.3%), ShopeePay (82.7%), and LinkAja (72%). The details can be seen in figure 1 below::
Figure 1. The user of E-money application in Indonesia
The number of new OVO users increased by 276% at the beginning of the corona pandemic. The number of merchants joining also increased by more than 70% in 2020. In the middle of last year, online merchant transactions at OVO increased 76%. Digital payments as a gateway to access a wider financial service ecosystem. Based on the CORE Indonesia report, eight out of 10 MSMEs that previously did not have bank access are now familiar with banking products after joining OVO. As many as 71% of them experienced an increase in digital financial literacy, and began to carry out financial records regularly.
The many problems found in the digital wallet that have influenced the satisfaction aspect by users of OVO, GoPay, and ShopeePay application users (Hasyim & Ali, 2022). In a review conducted on 20 sample reviews, the ShopeePay application found problems regarding user inconvenience. Some of the problems were that it took too long to withdraw funds to a personal account. For the OVO application, the problems are slowness and failure to transfer to another bank. For GoPay itself, errors often occur in the application, where these problems involve aspects of cognitive load, effectiveness, and efficiency. There are several aspects of errors in the OVO, GoPay, and ShopeePay applications, which are not functioning optimally.
The purpose is that the completion of this research can provide value for the usability of the OVO, GoPay, and ShopeePay applications. Therefore, they can be used as a benchmark for how much satisfying, facilitating, and helping the application for users. The results of the study are expected to be a benchmark for how satisfying, easy, and helpful the application is for users. The results of the research hopefully can be input for the development of OVO, GoPay, and ShopeePay mobile applications to be better, as well as input for the development of new applications in online buying and selling. In this case, the emphasis is the aspect of usability value, where people should understand whether it is one of the considerations for users to use applications, especially e-commerce.